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Review content:
I was not satisfied with my experience at Bruce's. It began after I dropped my car off. The receptionist told me that she had made me a reservation for a rental car. Enterprise arrived to take me back to their office, only to find out when I had gotten there that she had not actually checked if they had a car for me. There was no reservation, and no car.\r
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Two days later, on Friday, I got a call saying that they found more damage, and the insurance adjuster had been called out. Fine. I called the shop, because now a tire needed to be replaced, and I wanted to select the tires they put on. But without my approval, they had already ordered a new tire. I was told that the manager would have to call me back, because he was currently handing out paychecks (apparently the employees are more important that the customers). Five hours later, he had not called back, so I called again. He told me that he would have to check with the parts department, and would call me back. He never did.\r
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I called the shop owner, Bruce, whose ""cell phone number"" (really just a voicemail box) is given to customers to voice my displeasure. Bruce never called me back. I called again on Monday, and spoke to the manager and, after some arguing, got him to agree to what I wanted. He told me that the car would be ready on Wednesday or Thursday. Thursday evening rolls around, and the car is not ready. Friday morning, I call, and am told that it will be ready at 5:30 p.m. (they close at 6). Good thing I didn't take the rental car back beforehand, because the car still was not ready. Finally, Saturday at 11 a.m., the car was ready.\r
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This was the worst customer experience service I've ever had with an auto repair shop. Bruce's claims to care about the customer and be a step above the other shops, but in reality it is just the opposite -- a franchise operation that could care less about the customer. I'll be taking my car elsewhere next time.
Pros: Convenient, clean
Cons: Staff doesn't return phone calls, repairs took forever
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